This topic

Equipment return

MoE1 — Mon, 10 Apr 2023 11:46:52 GMT

Hi, could someone please help to clarify this for me?

I had my bt tv recording box (you view box) since way before Dec 2019, had some issues do the advisor suggested to send me a new box as mine was very old and it be at its retirement age so I accepted and got the new box but meanwhile fixed the issue and it’s ok but am being harassed by bt’s persistent texts & email how to return my old box. The status showing awaiting return. Am I gonna be charged if I didn’t turn either box as i want to keep the new one just in case the old one packed up. Bt owns the new one they sent yes but not the old one. How can I ask bt to take the waiting status on my account? Thanks

Re: Equipment return

NeilO — Mon, 10 Apr 2023 14:23:51 GMT

Hi, @MoE1 welcome back to the community. If you were provided with your BT TV box before Dec 2019 then it is yours to keep and returning it is optional. However, as part of our environmental commitments, we do offer you the option to return it to us for free so any old or unused BT equipment can be recycled.

Thanks

Neil

Re: Equipment return

MoE1 — Mon, 10 Apr 2023 14:27:49 GMT

Thanks Neil for the quick response. Is there anyway I could register my intentions of not wanting to return so to stop all these text/emails and wipe it off my account page? Thanks

Re: Equipment return

RobbieMac — Mon, 10 Apr 2023 15:21:33 GMT

Hi @MoE1

Thanks for posting back!

That's no problem. We'll be able to sort that out for you. I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

Re: Equipment return

JohnC2 — Tue, 11 Apr 2023 15:34:42 GMT

Hi @MoE1, thanks for getting in touch and the item has now been marked as received back.

Cheers

John

Re: Equipment return

Colin137 — Thu, 24 Oct 2024 08:12:23 GMT

It’s nice to know that I have the option of not returning my old hub and box. I have been waiting for BT to contact me about it but it must be because it is pre 2019.

Re: Equipment return

MoE1 — Thu, 11 Sep 2025 11:36:39 GMT

Hello John are you still with bt? Reason I’m asking is you’ve helped me before with returned tv box. Recently I’ve returned one recordable tvbox but even though they’ve received it but it’s still showing awaiting return on my account will you be able to help please?

My new post: https://community.bt.com/t5/Bills-Packages/Returned-bttv-recordable-box/m-p/2443359#M178940

Re: Equipment return

Leanne_T — Thu, 11 Sep 2025 13:35:38 GMT

Hi there @MoE1

John is no longer part of the community moderation team. I am sorry we have no account access to get the return looked. I have replied to your other post with some details for getting in touch 🙂

Leanne.

Re: Equipment return

MoE1 — Thu, 11 Sep 2025 14:25:11 GMT

Thank you Leanne,

I thought there were bt staff here like John who could’ve accessed my account like he did in the past after getting confidential info via dm but shame bt must’ve done away with that

Re: Equipment return

Leanne_T — Thu, 11 Sep 2025 16:20:14 GMT

No problem @MoE1

I am part of the community moderating team, details can be found on the Who’s who in the BT community - BT Community page. If you get in touch our broadband guides will have access to everything they need to help you get this sorted 🙂

Leanne.

Re: Equipment return

MoE1 — Thu, 11 Sep 2025 16:49:11 GMT

Thank you Leanne, good advice appreciate it. Done it as per your advice. I gave the guide the Royal Mail tracking and he’s marked it as received. End of emails to return😃🤗. Thanks

Re: Equipment return

Leanne_T — Thu, 11 Sep 2025 16:51:06 GMT

Thanks for coming back and letting me know @MoE1

Glad you got sorted and the return has been updated on your account 🙂

Leanne.

Re: Equipment return

MoE1 — Thu, 11 Sep 2025 16:53:19 GMT

Do you know Why I can’t Kudos your response?

Re: Equipment return

MoE1 — Thu, 11 Sep 2025 16:54:01 GMT

Sorry done the kudos now

Re: Equipment return

Leanne_T — Thu, 11 Sep 2025 16:58:55 GMT

Hi @MoE1

Thanks very much 🙂 have a lovely evening.

Leanne.

Re: Equipment return

MoE1 — Thu, 11 Sep 2025 17:37:19 GMT

Thank you Leanne. Have a good evening too. 🙏